Customer service supervisor
Resume:
●
Ann Karen Alvez Valencia
Cell No.: 091********
Email Add: adihfz@r.postjobfree.com
Objective
To obtain a position needed by the company and continually serve passionately in light with the art of care and communication at the same time pursuing a personal and professional development.
EMPLOYMENT RECORDS
CUSTOMER SERVICE SUPERVISOR MARY KAY PHILS. INC
Makati City, Philippines
July 2018 to Present
JOB DESCRIPTION:
●Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction
●Provide supervision and technical assistance to customer service team to attain departmental and organizational goals
●Determine, creates and updates work procedures, work schedules, and workflow for customer service staff
●Develop and aligning standard procedures and policies for improving the services provided to customers.
●Perform annual reviews, appraisals and performance management reviews for the customer service staff.
●Ensure that the customer calls are handled and answered in a timely and accurate fashion.
●Conducts monthly coordination meeting with all team members from Makati, Davao and Zamboanga.
●Attends monthly meeting with Leadership and other Department Heads to discuss about process improvements and issues.
●Conducts training to beauty consultants regarding products and processes if needed.
●Prepare documentation and reports on routine customer correspondence for future reference purpose.
●Coordinates with the Operations team in handling the maintenance of the Beauty center.
●Plays a role in different company projects that will help the company increase profit
SENIOR TEAM LEADER ACCESS HEALTHCARE
Mc Kinley Hill
Taguig City, Philippines
March 2017 to present
JOB DESCRIPTION:
●Responsible in all the production of the teams to meet the target
●Monitoring of the hourly and daily production of each agent per team
●Looking after the efficiency of the whole production team.
●Conducting meeting with the team leaders from different queues to check and calibrate the quality of the outputs.
●Generating daily reports to be presented to the Operations Manager.
●Assigning task to team leaders to check the performance of their team to reach the KPI’s
●Monitoring the critical errors reporte4d by the Q.a team and addressing the issue to the team leaders to assess and to find solutions.
●Generating reports from the system.
●Responsible in people orientation and people engagement.
●Shelling out ideas for a better quality scores.
●Conducting WTD and MTD reports together with the team leaders and operation manager.
●Conducting huddles and coaching.
●Computation of payroll.
●Attendance comparison to the system
PRODUCTION/OPERATION MANAGER MUNCHBOX AE
Jebel Ali Freezone Area
Dubai, UAE
May 2014- December 2016
JOB DESCRIPTION:
●Responsible in planning and organizing production schedules
●Assessing project and resource requirements
●Estimating, negotiating and agreeing budgets and timescales with clients and managers
●Ensuring that health and safety regulations are met
●Determining quality control standards
●Overseeing production processes
●Re-negotiating timescales or schedules as necessary
●Selecting, ordering and purchasing materials
●Organizing the repair and routine maintenance of production equipment
●Liaising with buyers and marketing and sales staff
●Supervising the work of junior staff
●Organizing relevant training sessions
●Responsible for the TAT of each product to be produced to meet the deadlines of each shipment.
●Assesses the performance of each staff’s KPI every week and report to the department heads.
TEAM LEADER (CLAIMS PROCESSING DEPARTMENT) MARSH INSURANCE BROKERAGE
Riggat Al Buteen
Dubai, UAE
August 2012 – April 2014
JOB DESCRIPTION:
●Responsible for all outgoing and incoming claims for all clients
●Explains to the client the approved and denied amount from the insurance company.
● Maintains contact with medical providers to monitor the status of injured workers and their claims
●Consult with medical professionals to determine the cost of a treatment plan and the benefit it will provide to the claimant
●Responsible for the presentation for the possible client explaining the potential TOB for each member.
●Sending Quotations for the members with disabilities and the exceptions for the TOB
●Checking the renewal dates for all nearly expiry contracts.
●Providing client visits and answering concerns from the clients
●Conducting meetings within the department to check if targets are me and if customer satisfaction is provided.
RECONCILLIATION FOR ACCOUNTS AL MADALLAH HEALTHCARE
TEAM LEADER cum CLAIMS PROCESSOR MANAGEMENT
Dubai Academic City
Dubai, UAE
May 2009- August 2012
JOB DESCRIPTION:
●Responsible for the weekly training of new staffs and provides own training materials during training.
●Processes Reimbursement claims of the client/members.
●Designed the training material to be used for the company for all departments.
●Responsible for the month end presentations and discusses it with CEO, COO and CFO
●Responsible for the year end reports and consolidation of reports and presents it during the annual year end meeting.
●Dealing with the government employees for the annual training and seminars for their benefits and insurance policies.
●Scheduling appointments for Department heads if bigger issues need to be tackled.
●Responsible for the minutes of the meeting and sending it out to the department heads.
●Visiting providers for training and seminars including random check up of customer satisfaction.
●Double checks the direct claim forms one by one.
●Records all the discrepancies with the claimed amount from the provider as per our policy.
●Updates a priority list every day on which batches needs to be evaluated and processed first to meet the due dates of the cheques.
●Responsible for all the queries of providers regarding the discrepancies due to partially approved or rejected claims.
●Prepares the batches that are for payment.
●Responsible for the claims report for the accounts.
●Organize and work with detailed office or claim centre records, using computers to encode access, search and retrieve data.
●Review insurance policy to determine coverage
●Responsible for giving Outpatient direct claim approvals for Maternity, Dental and Optical up to the Specified coverage limit.
●Contact insured or other involved person to obtain missing information. (if required)
●Apply insurance rating systems.
●Provide Customer Service, such as giving limited instruction on how to proceed with claims or and provide claims status for Network Providers.
●Correlate information with your manager any problems arise in the day.
●Knowledge of Administrative and Clerical procedures and systems such as word processing, managing files and records, stenography and transcription designing forms and other office procedures are required.
●After evaluating and processing the claims they should issue it to the Accounts Supervisor.
CALL CENTER AGENT SPECTRUM FACILITIES MANAGEMENT
Dubai Healthcare City
Dubai, UAE
January 2009-May 2009
JOB DESCRIPTION
●Responsible in answering calls and customer service for the building owners
●Updating the system for future back up and information with regards to facility management.
●Doing weekly reports to be submitted to superiors for review and updates of the status of the work flow.
●Monitoring the calls received from the reception and coincides to the reports to be done weekly.
●Providing a customer satisfaction to every received call.
●Answer phones and respond to customer requests.
●Sell product and place customer orders in computer system.
●Provide customers with product and service information.
●Up sell products and services.
●Transfer customer calls to appropriate staff.
●Identify, research, and resolve customer issues using the computer system.
●Follow-up on customer inquires not immediately resolved.
●Complete call logs and reports.
●Research billing issues.
●Research misapplied payments.
●Recognize, document and alert the supervisor of trends in customer calls.
●Recommend process improvements.
●Other duties as assigned
OFFICE ADMINISTRATOR/ INSIDE SALES Looptech ME FZE
Sheik Zayed Road,
Dubai, UAE
May 2008- December 31, 2008
JOB DESCRIPTION
●Responsible for arranging the meetings for the CEO of the company.
●Filing of documents for the company.
●Making cold calls to clients and orient clients.
●Doing all the back office duties and responsibilities.
●Checking invoices and expenses of the company.
●Monthly inventory to the warehouse.
●Attending meeting and doing the product presentation for the company.
●Follow up of clients regarding the product.
●Responsible for data gathering and updates to the CRM.
●Accurate data input for office backups.
●Ensure the timely turnaround of documentation issued internally or received externally
●Maintain company's document management database
●Prepare project documentation close out of projects and documentation for archive, hard copy & electronically
Other Qualifications: Traits and Skills
●Proficient in spoken and written English
●Good computer Skills (MS Word, Excel, internet surfing)
●Strong negotiation and interpersonal skills
●Fast Learner
●Hard Working
●Resourceful
●Dynamic
●Patient and Persevering
EDUCATIONAL BACKGROUND
2003- 2007 Bachelor of Science in Nursing
Tertiary
United Doctors Medical Center
Manila, Philippines
2000-2002 Bachelor of Science in Medical Technology
1st year and 2nd year college
Far Eastern University
Morayta, Manila
Human Resource Department
Dear Sir/Madam:
I understand that your company enjoys an excellent reputation worldwide for which l am interested in any position relating to my field.
I am a graduate of Bachelor of Science Major In Nursing and worked in a well known company, given a chance to be qualified will be turning point to prove myself in recognitions for professionalism, thoroughness and commitment to quality ant teamwork. I am a dynamic person with positive work attitude and have high commitment to service excellence. I have good communication and interpersonal skills when it comes to dealing with different levels of organization.
I believe your company would provide an ideal working environment to which l would be well-suited as well as my diverse experience would be valuable. I look forward to be of service to your company.
Details of my background and professional experience are outlined on my resume. Should my qualifications meet your standards and expectations, l would be very glad to meet you for an interview at your convenience.
Respectfully Yours,
Ann Karen Valencia
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